FAQ

Can I modify my order after it has been placed?

Please email us if you need to modify an order after it has been placed; however, we cannot guarantee that we’ll be able to modify your order as we process and ship them out quickly.  Once an order has been shipped, we are unable to make any changes.

 

I see something I would like to buy but you are sold out in the design I like. Will you be getting more in?

Short answer, maybe. We like to only order what is needed. Our aim is to be as mindful as possible to our planet whilst also having enough stock. We also like to do smaller runs so your wraps continue to be unique and special. However with our most popular styles we may have more runs that usual. Our suggestion is if you see something you like don’t hesitate!

 

When will my order be shipped?

Most orders are shipped within 1-3 business days of purchase, unless we have a problem with your order or need additional verification. You will automatically receive an email when your order is shipped. It will contain a tracking number you can use to go online and track the status of your shipment. 

 

What shipping methods do you use?

We use NZ Post for delivery. We currently offer tracking options for New Zealand and Australia. The rest of the world is an untracked option at this stage. We are working hard to upgrade this.

Note : Items can only be sent to a physical address, no PO boxes or private bags.

 

How long is delivery?

Delivery within NZ will take approximately 2-3 business days and to AU approximately 3-10 business days once the order has been dispatched. The rest of the world is 5-30 days after dispatch. 

 

What happens if my parcel is lost or damaged in transit? 

Once your parcels have left our workroom they are then the property of NZ Post. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within the expected delivery time, we will do our best to track and find your parcel for you. Once your parcel has been scanned by our courier we are legally not liable for anything from that point onwards. 

 

What happens if I received the wrong item or my item is faulty?

If you received the wrong or faulty item, please contact us immediately (within 48 hours upon receipt) via email at inquiries.the.loved.ones@gmail.com so that we can correct the issue.

 

Can I exchange my order? 

Currently we don’t accept exchanges so please be sure before purchasing. We are sure you will love your order.

In some instances (prior organisation) where returns are possible the shipping method and associated costs are the responsibility of the customer.

 

How do I care for my wrap?

If you are unsure of the care instructions of a product, always hand wash with cold water to avoid any damage.

~ cold hand wash separately or gentle machine wash separately.

~ line dry in shade.

~ do not iron.

~ fabric will gently soften and fade over time and is made to crinkle after first wash.

~ print is single sided.